Head of Lead Generation Call Centre

Head of Lead Generation Call Centre
Derby - Office Based
Salary Negotiable + Bonus Scheme | Permanent

SF Partners are working exclusively with a fast-growing legal services business specialising in Wills, LPAs, Probate and Estate Planning to recruit a Head of Lead Generation Call Centre.

This is a senior leadership role responsible for a 35-person outbound contact centre that drives appointments into the firm's branch network. The function works warm, high-intent data sets including existing clients and acquired will-bank customers, making this a high-volume but quality-led outbound environment.

Reporting into the COO, the successful candidate will own the performance, strategy, and leadership of the entire lead generation operation, with accountability for conversion, productivity, data quality, and customer engagement outcomes.

The Opportunity

This is a key operational and commercial leadership role within the business, sitting at the heart of the growth engine. The successful candidate will be responsible for ensuring the contact centre consistently converts high-quality leads into booked and attended appointments, while improving efficiency, reducing attrition, and strengthening overall team performance.

This role requires a visible, hands-on leader who is confident operating on the sales floor, coaching teams directly, and driving performance through data-led decision making.

Key Responsibilities

Commercial Performance & Sales Leadership
Lead a 35-person outbound contact centre operation including Managers and Team Leaders
Own core KPIs including contact rates, appointments booked, booked-to-sat ratio, and cost per acquisition
Drive daily performance across the sales floor through coaching, feedback, and live management
Analyse performance data and implement immediate improvements where required
Embed a high-performance, compliant, and customer-focused sales culture
Lead Strategy & Data Ownership
Own the end-to-end outbound lead strategy across all customer and will-bank data sets
Define call prioritisation, segmentation, and campaign sequencing
Lead data cleansing initiatives to improve contactability and conversion rates
Monitor and report on lead quality metrics and pipeline performance
Continuously improve data integrity and campaign effectiveness
Capacity Planning & Operational Alignment
Work closely with the wider branch network to align appointment flow with advisor capacity
Forecast demand and manage outbound capacity planning across teams and shifts
Ensure efficient use of dialler systems, workforce planning tools, and resource allocation
Balance supply and demand to optimise booked and attended appointment volumes
Leadership & Team Development
Lead, coach, and develop the Call Centre Manager and Team Leaders
Build strong progression pathways across the contact centre structure
Reduce attrition and sickness through improved engagement and leadership visibility
Manage performance consistently, fairly, and proactively
Create a strong culture of accountability, ownership, and development
About You

We are keen to speak with candidates who have:

Proven experience leading a high-volume outbound contact centre (30+ FTE)
Strong track record of delivering against sales and performance KPIs
Hands-on leadership style with experience coaching teams and managers
Strong commercial and analytical capability with a data-led mindset
Experience improving conversion rates, contactability, or operational efficiency
Background in regulated, sales-led, or high-volume environments (legal, financial services, insurance, utilities, telecoms etc.) advantageous
Strong understanding of CRM, dialler systems, and workforce planning tools
Package

Salary: Negotiable
Performance-related bonus scheme
OTE available subject to performance
Career progression within a growing and evolving business
Office-based role in Derby HQ
Senior leadership visibility and influence across the organisation
Apply for a confidential discussion regarding this opportunity, please contact SF Partners directly